CUSTOMER experience business Majorel is looking to grow by double-digits in the Philippines this year.
Majorel is the newly launched brand composed of the Bertelsmann and Saham groups’ customer relationship management (CRM) businesses, namely Arvato CRM Solutions, Phone Group, Ecco Outsourcing, and Pioneers Outsourcing.
“In a rapidly changing landscape, the Philippines has proven itself as a strong partner in creating an enhanced customer experience. The contact center industry is one of the fastest growing in the country due to the level of education and the strong familiarity with U.S. and European cultures,” Fara Haron, regional chief executive officer for North America, Ireland, and Southeast Asia of Majorel, said in a statement.
“We look forward to bringing valued job opportunities to the Philippines as we continue to provide our advanced digital and technical capabilities to clients looking for high- quality and cost-effective solutions for their customer engagement programs,” she added.
Majorel currently has four locations in the Philippines, namely in Eastwood, Quezon City; Clark, Pampanga; and two in Alabang, Muntinlupa. As Arvato CRM, the company said it saw its Philippine operations grow by 50% annually.
Including the Philippines, Majorel is present in 28 countries across Europe, Middle East, Africa, Asia, and the Americas.
Majorel aims to be the leader in the customer experience industry in every major market by investing in its regional network and digital customer engagement capabilities.
The company said it plans to spend “several hundred million US dollars over the course of the coming years in geographical expansion and in digital capabilities and solutions including analytics, artificial intelligence (AI) and automation.”
“We will see rapid growth and change in the customer experience industry over the course of the next decade. To meet the challenges and opportunities this brings, you need to find the perfect combination of people, technology and global reach,” Thomas Mackenbrock, chief executive officer of Majorel, said. — Vincent Mariel P. Galang